How to report network problems to the IT Networking Team effectively
Table of Contents
Necessary Information
A specific device
Unless there is an alert in librenms showing switches are unreachable in the vicinity, we will need one of the following items before we can do any troubleshooting. We will need this information even if the entire building appears to be down:
- USU IP Address
- MAC Address(es) (randomized mac if using MAC randomization, be sure to get the correct one from the interface you are trying to use)
- Registered hostname (from Netreg/openipam)
If do not provide this information, troubleshooting will be delayed.
Troubleshooting steps taken
Please tell us about any troubleshooting you have done. Also, please do some basic troubleshooting and check for these very common issues:
- Expired registration (openipam or wired/Netreg wireless)
- Expired eduroam certificate
- Too many devices on one switch port (limit of about 8 devices, see Advanced networking topics)
- New/updated registration not applied when connecting through a non-USU switch or shoretel phone (unplug/plug to wall jack, see Advanced networking topics)
Related Articles
wired/USU-guest registration instructions
Network: Register A Device that Cannot Access the USU-guest Website
MAC Address: Finding MAC Address
Troubleshoot common Eduroam and USU-guest issues
For further assistance, please contact your Department IT Support or the IT Service Desk